Customer support software used to be simple. You had your tickets, your canned responses, and your triggers. If a customer asked for a refund, an agent clicked a macro, tweaked a sentence, and hit send. But when ticket volumes spike, those manual steps start to feel incredibly slow. That is exactly where Freshworks tries to … Read more
Every time a software platform promises to automate consumer interaction, a collective shiver goes down the spine of support managers everywhere. We’ve all been trapped in those endless, rigid automated phone menus or dealing with chat boxes that don’t understand basic human context. So, when Intercom positioned its Fin bot as the solution to support … Read more
I’ve spent a lot of time looking at support desks, and usually, they all feel the same. You install a widget, you set up some “if this, then that” rules, and you hope your customers don’t get frustrated by the obvious canned responses. But Tidio has been trying to do something slightly different lately, specifically … Read more